Director of IT SaaS Operations

Director, IT SaaS Team Platform and Application Infrastructure Services · United States Job Description: The Director of IT SaaS Operations will serve as an IT leader, strategist, and innovator to the globally distributed team. This person will play a critical role in implementing & maintaining HEDGESERV’s application stacks across public and provide clouds. This includes the enhancement, support, and maintenance of all critical components in our hosted SaaS platform. The position will reflect a combination of technology management, administration, and process management. The position reports to the Managing Director of Platform & Application Infrastructure Services., based in NY. The successful candidate will be skilled in implementing automation methods and frameworks in a large-scale environment. This candidate should have good process management foundations who knows how to execute and innovate in a modern, dynamic, and fast paced environment. Responsibilities:

• This position manages the day-to-day operations for incident management, service requests, provisioning requests, as well as maintaining an accurate account of available resources for capacity management.
• Responsible for coordinating and facilitating all changes implemented on our environment
• Ensure appropriate engagement across teams and root cause analysis of prod issues
• Collaborate with platform, network, App Support, business and release automation teams to build effective and efficient operations framework
• Responsible for the management of globally distributed technical teams within App Eng.
• Provide leadership and direction to direct reports focusing on service excellence.
• Oversees system performance, availability, and 24 x 7 operational support
• Proactive management, maintenance and monitoring of services to ensure SLAs are reliable and available
• Direct the team to develop, drive and report on the key performance metrics of the operations organization
• Responsible for communicating risks, outages, and changes that may affect the uptime of clients’ environments to both internal peer groups and leadership teams.
• Constantly evaluate operating procedures looking for methods to improve efficiency, identify and mitigate defects in operating procedures.
• Ensure that the infrastructure’s operating procedures meet or exceed current standards
• Responsible for Operational Governance including operational reporting and analysis

• Working knowledge of IT Operations in a SaaS environment
• Ability to be hands on and solve problems efficiently, not just delegate
• Proven effectiveness in both Windows and Linux environments
• Expertise in implementing automated methods to accomplish platform & service deployments at large scale
• Excellent analytical, strategic conceptual thinking, strategic planning and execution skills.
• Strong vendor management and partner relation skills
• Excellent verbal and written communication skills, including the ability to explain technical concepts and technologies to business leaders.
• Ability to manage competing priorities and coordinate cross-functional work teams toward task completion
• Ability to identify, prioritize and escalate issues as needed
• Ability to influence and lead change, - Proven ability to deliver despite obstacles
• Ability to work within a 24/7 environment across multiple time zones
• Bachelor’s degree in Computer Science, Engineering, Business or related fields, and 10+ years of progressive IT experience with at least 5-7 years of management experience